· Grievance redressal

Customer Grievance Redressal Policy

Last updated · July 2026

For: EMDbiz Platform and Mobile Application (owned by QR Technologies)

Effective Date: 1st April 2025

Entity: QR Technologies ("Company", "We", "Us", "Our")

Contact: support@emdbiz.in

1. Purpose & Objective

This Policy is adopted to comply with RBI guidelines, the Information Technology Act, 2000, and other applicable laws. The objective is to ensure:

• Prompt and efficient handling of grievances;
• Transparency in complaint resolution;
• A clear escalation mechanism;
• That the Company is not held liable beyond its role as a technology facilitator.

2. Scope of Policy

Applies to all Users of EMDbiz making Education Fee payments towards:

• Tuition Fee
• Coaching Institute
• School
• College
• Professional Institute

Exclusion: Disputes directly between Users and Beneficiaries (schools, tutors, colleges, service providers).

3. Principles of Grievance Redressal

• Transparency – Users are informed of process & timelines.
• Fairness – Non-biased handling of complaints.
• Accountability – Designated officer oversees grievances.
• Limited Liability – Company not responsible for third-party delays/losses.

4. Modes of Raising a Complaint

• Email: support@emdbiz.in
• Written Communication to registered office

5. Information Required

• Full Name
• Registered Mobile Number & Email ID
• Transaction ID / Reference Number
• Date & Amount of Transaction
• Nature of Complaint
• Supporting Documents

6. Grievance Redressal Process & Timelines

• Acknowledgement: within 48 working hours
• Resolution: within 7 working days
• Extended Cases: may take up to 21+ working days if external parties involved
• Updates: via email or call

7. Escalation Matrix

Level 1 – Customer Support (support@emdbiz.in, response in 7 days)

Level 2 – Grievance Officer (disputes@emdbiz.in, response in 15 days)

Level 3 – Nodal Officer (nodal@emdbiz.in, response in 30 days)

8. External Escalation – RBI Ombudsman

If unsatisfied after Company's resolution, Users may approach the RBI Ombudsman under the Integrated Ombudsman Scheme, 2021.

• Only after lodging complaint with Company
• No satisfactory resolution within 30 days

9. Exclusions & Limitations

• Disputes between User and Beneficiaries
• Incorrect details entered by User
• Non-cooperation by Beneficiaries
• User negligence (OTP/UPI PIN sharing, device compromise)

10. Limitation of Liability

The Company is not liable for indirect, incidental, or consequential damages. Maximum liability (if directly responsible) is limited to the transaction fee charged.

11. Governing Law & Jurisdiction

This Policy is governed by the laws of India. All disputes are subject to the courts in New Delhi, India.